Senior Genesys Systems Engineer

This is a fully remote position, open to applicants in Dominican Republic.

📋 Description

• Serve as a shared owner and the main subject matter expert and system administrator for the Genesys contact center platform.

• Configure, manage, and consistently enhance contact center routing, IVR, and omnichannel workflows.

• Oversee and improve omnichannel integrations across SMS, Voice, and Email.

• Cultivate expertise in Genesys flow logic.

• Design and execute scalable solutions to intricate business and technical challenges.

• Collaborate with cross-functional stakeholders to gather requirements and convert them into technical designs within the Genesys ecosystem.

• Resolve advanced platform issues and handle complex incidents.

• Monitor system performance and capacity.

• Lead integrations with the internal CRM and third-party applications.

• Co-develop features alongside Salesforce colleagues.

⛳️ Requirements

• Over 5 years of substantial experience as a Genesys Administrator, Engineer, or Architect.

• Genesys Cloud CX experience is highly desirable.

• Profound technical expertise in the Genesys platform, encompassing solution architecture, advanced routing, API integrations, and omnichannel capabilities.

• Experience in creating and maintaining intricate automated multi-channel, multi-touchpoint SMS and email journeys.

• Background in implementing complex if/then logic based on CRM field values.

• Digital campaign management and coordination with marketing to prevent overlap.

• Autodialer campaign management, including the creation, recycling, and filtering of multiple campaigns simultaneously.

• Familiarity with utilizing Predictive Engagement features in Genesys to initiate outreach.

• Advanced understanding of telecom concepts, WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing.

• Proven experience collaborating with Genesys Support, telecom carriers, and third-party vendors to resolve P1/P2 incidents under stringent SLAs.

• Strong knowledge of Salesforce, including Salesforce Omnichannel and Salesforce Voice.

• Demonstrated experience in integrating Salesforce systems with Genesys.

• Proven expertise in managing and troubleshooting complex omnichannel environments encompassing SMS, Voice, and Email.

• Capacity to work directly with business stakeholders to gather requirements and design technical solutions.

• Strong problem-solving and critical-thinking abilities for addressing complex platform issues.

• Exceptional written and verbal communication skills.

• Skill in translating technical terminology for non-technical stakeholders.

🏝️ Benefits

• Employees are empowered to choose their preferred work location (from home, in the office, or a blend of both).

• Flexible working hours.

• Autonomy and meaningful ownership of projects.

• Mission-driven work that supports small businesses.

• Recognized as a Best Place to Work by Built In Boston.

• Great Place To Work® certified employer.